Strategic Customer Success Manager

Strategic Customer Success Manager

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose—and where every day you can make an impact—you'll find it here.

We are seeking a Strategic Customer Success Manager to join our team. This is a hybrid opportunity based in our Austin, TX or Waltham, MA office.

Job Summary

The Strategic Customer Success Manager (CSM) is responsible for proactively managing a portfolio of customers utilizing Imprivata's Privileged Access Security solutions. This role partners with customers to drive value realization, product adoption, and alignment between their business objectives and Imprivata's solutions and services. The Strategic CSM develops trusted customer relationships, leads strategic success planning, and works cross-functionally to deliver exceptional customer experiences that support retention, renewal, and growth. Success in this role is measured through customer outcomes, satisfaction, ARR renewal attainment, and expansion within assigned accounts.

Duties and Responsibilities

• Engage customers in developing account strategies that drive value realization, identify expansion opportunities, and achieve subscription and maintenance renewal targets (ARR quota).
• Lead customer solution assessments and business reviews, leveraging technical and clinical resources to analyze findings, provide strategic recommendations, and drive measurable customer outcomes.
• Build and maintain Manager- and VP-level relationships within assigned accounts, driving customer satisfaction and participation in NPS and other feedback programs.
• Coordinate internal resources to resolve complex customer challenges and ensure a seamless customer experience.
• Document customer success stories and use cases for marketing, advocacy, and customer reference initiatives.
• Document customer interactions and maintain strategic account plans and priorities within Gainsight.
• Track customer deployments, adoption, utilization, satisfaction metrics, and other key account health indicators within Gainsight.
• Serve as the primary point of contact for ongoing customer communications while providing leadership with account insights, trend analysis, and recommendations that support strategic initiatives and process improvements.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in Business or related discipline required.
• 4 years+ of relevant experience in software services preferably healthcare, enterprise software, and/or critical account management.
• Experience with Access Intelligence Platform (AIP) Identity and Access Management (IAM), cybersecurity, or security operations solutions highly preferred.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Ability to comprehend high-level technical aspects of the product, provide business and technical solutions, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at the same time.
• Outstanding cross-functional engagement skills to bring key Imprivata functional areas together in order to solve customer requirements.
• Experienced content creation and presentation moderation (story telling) skills (using MS PowerPoint)
• Excellent communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present at all levels of the organization.

This position offers a total compensation range of $107,000.00 to $129,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.